If you do an online search for “employee scheduling software,” you’ll see over 500,000 search results. You’ll probably also see many ads from different companies that produce software packages for scheduling employees. In short, there are many brands and types of employee scheduling software. Some are generic, others specific to a particular industry like hospitality (restaurants). In the contact center industry, the employee scheduling functionality is a feature of the workforce management (WFM) system. While WFM systems are very effective tools for forecasting future staffing requirements, their ability to manage intraday staffing variances is limited. Intraday staffing requirements are those arising within a given day or shift, whether that be 8:00 a.m. to 5:00 p.m. or 11:00 p.m. to 7:00 a.m.
WorkFlex Intelligent Intraday Automation® technology integrates with WFM systems and enables contact centers to manage intraday staffing. It functions, in part, as employee scheduling software with a twist: the employees can do much of the scheduling themselves — i.e., employee self-scheduling. WorkFlex Agent Suite, which includes both a browser version and a native mobile app, provides access to an interface where employees — i.e., agents — can view their schedule, change their work hours, change the type of work they’re doing, manage their communication preferences, and more.